NIE Networks Communications & Engagement Team; Storm Éowyn Crisis Response

In January 2025, Northern Ireland faced its most severe storm this century which caused catastrophic damage to the electricity network, leaving over 326,000 homes and critical infrastructure, including hospitals, water pumping stations, and telecoms without power.

NIE Networks immediately mobilised its largest-ever storm response while our Communications and Engagement Team tackled an unprecedented PR challenge. Under intense media and stakeholder scrutiny, and amid surging customer demand, we implemented a robust, proactive, agile strategy focused on three priorities: public safety, transparency, and trust.

We leveraged every available channel to deliver clear, empathetic messaging and humanise the restoration effort. One viral video of colleagues working in extreme conditions earned over one million views, transformed sentiment, and began to turn customer frustration into appreciation.

Proactive stakeholder engagement was critical, particularly when a Northern Ireland Executive call for Storm compensation became a political debate. We provided proactive briefings to Government, facilitated site visits for senior Ministers, and collaborated with Civil Contingencies partners to support vulnerable communities and amplify safety our messages.

Over a turbulent 10 days, we navigated shifting public communications challenges and significant political interventions while maintaining strategic focus. Our efforts ensured vital safety messages were broadcast, public and stakeholder expectations managed, and trust in NIE Networks was preserved.

Post crisis surveys confirmed public trust remained 18% above industry benchmarks and stakeholder confidence exceeded the sector average by 30%. This response showcased resilience, leadership, and innovation, reinforcing NIE Networks’ reputation as a trusted, honest, customer focused organisation during an unprecedented crisis.